CCPulse Real ime Percentages?

[Tony Tillyer]

Can anyone indicate how I would achieve a statistical type in CCPulse, which would display a percentage based on the following;

For a RP, Queue or Group of Queues:
Percentile of Calls Distributed where caller pressed the Star Key identifier against Total Calls Distributed

I have a Filter for "DoubleStar" which works fine on it's own but I am not sure how to use it to provide a useful percentile statistic in CCPulse, in real time.

I'm on StatServer and CCPulse 6.5 (i.e. not CCPulse +)

Thanks!

Tony

[Sidney]

Ok, to your CCPulse template add a new instance of Total_Calls_Distributed (or equivalent stat)apply the filter you already have and name it as for example Total Star Calls Distribute

Then, add a new formula to your template and calculate the percentage using the filtered stat Total Stat Calls Distributed / Total Calls Distributed.

That should work. You don't need to create a new stat just for real time processing. For historical reporting, you can achieve the same calculating the % on the report itself (requires some customization of the bqy file if you are using Brio)

[Tony Tillyer]

I guess what I am asking then is how you apply/add a formula, since I cannot see a trace of it in CCPulse 6.5?

Thanks,

Tony

[Sidney]

Ok, here are the basics. (detailed info on Genesys Docs)

1. First be sure that the username you are using has CCPulse Administrator rank.

2. Open any workspace

3. On CCPulse Tools|Template Wizard you can create new or modify existing templates.

4. Whatever you pick, on the next screen there is a Formula button that will take you through the process or create a formula with the available stats on the template.

Hope this helps.

[Tony Tillyer]

Thanks Sidney,

I am aware of how to set up a Workspace, Template, etc, with predefined Filters from either StatServer or DMA via StatServer but I cannot find a way to take 2 basic statistics as a percentage of each other (for example, to show Total Calls Answered as a percentage of Total Calls Entered), in a "Formula" in CCP 6.5.

Maybe I'm just not looking at it from the right angle...?

Tony

[Sidney]

Not really sure at this time about 6.5 but on CCPulse 7.0 (and I think is the same on 6.5) you can add a Formula to the template and then create your customized value.


Formulas looks something like

100 * ccpulse.CallsReport.Answered / ccpulse.CallsReport.Entered

But, if any case, you can't do that with CCPulse 6.5, you can use CCPulse 7.0 on a 6.5 environment without problems, and the formula thing will work just fine.

[Tony Tillyer]

OK CCPulse+ on 7.0 for a 6.5 Framework got it;

I Thought I was going mad for a minute there trying to find a Formula box in CCPulse6.5...!